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The North Pole Experience

policies, terms, and conditions

Last Updated 4/5/25

Glossary

  1. Exchanges & No Refund Policy

  2. Missing your time/date

  3. Weather Policy

  4. Strollers

  5. ADA (Wheelchair Accessibility)

  6. Guest Experience/Guest Removal

  7. Special Requests

  8. Prices/Rates/Availability/Amending Departure Times

  9. Conditions of Sale 

  10. Privacy Policy

1. Exchanges & No Refund Policy: DUE TO THE SEASONAL LIMITED TICKET CAPACITY AND THEATRICAL NATURE OF THE EXPERIENCE, ALL TICKETS ARE NON-REFUNDABLE upon purchase.  Exchanges MUST be completed 7 days prior to the original departure date and must be made for the same season. Ticket changes/modifications are subject to availability and are limited to adding guests or making changes to your travel date. Refunds will not be issued for any downgraded tickets. If tickets are upgraded, the difference in the cost of the tickets will be charged to the guest.

 

2. Missing your tour time or date: Guests should plan on arriving on-site a minimum of 45 minutes before their scheduled departure time to allow plenty of time for parking, and the North Pole Experience Check-In, etc.  Once on-site, guests should report to the North Pole Experience Check-In desk for their boarding wristbands. IMPORTANT NOTE: If you miss your trolley and tour day, your ticket(s) will be forfeited and will not be redeemable for another time or date. Tours sell out each season, and missing your tour day will forfeit your ticket(s).

NPX Guest Stand-By: If you are late for your scheduled departure time, NPX then operates on a Stand-By system, we will do our best to accommodate you on a later trolley but cannot guarantee a new departure time. 

 

3. Weather Policy:  In the unlikely event of a severe weather event, or Act of God that may inhibit travel to Flagstaff and the North Pole Experience, AND if this event causes the North Pole Experience to cease operations due to weather, or Act of God, then guests will be afforded a replacement ticket for another date & time in the same season, based on availability, or a credit may be issued for the next years season. Guests need to be aware of possible winter conditions in Flagstaff and prepare accordingly to ensure they arrive safely, and on time for their scheduled departure time.

 

4. Strollers: Only Small strollers and light personal items are permitted, and will be stored underneath the trolley buses during your travel to the North Pole and Santa’s Workshop. Upon arrival, your trolley elf driver will retrieve your stroller for you to take inside the workshop, and will stowaway for you the same way upon your return to the hotel. Large strollers and wagon type strollers not permitted.


 

5. ADA & Accessibility:  

  • Guests who require a wheelchair- The North Pole Experience offers accommodation for guests who require a wheelchair lift to board our trolleys. Please be sure to book a wheelchair-accessible seat when booking your tickets to ensure that your trolley has a lift and is handicap accessible.

 

  • Do I need to provide my own wheelchair? If you need a wheelchair for the duration of the experience, please bring an ADA-compliant manual wheelchair. 

 

  • I or someone in my party cannot climb stairs. Do I need to book a wheelchair-accessible seat? Our trolleys require guests to climb a small set of stairs to board. If you or someone in your party will need a lift to board, please select a wheelchair-accessible ticket. We will provide an ADA-compliant manual wheelchair for the lift and trolley ride to and from the North Pole.

  • I or someone in my party uses a motorized wheelchair, can these be lifted on the Trolley? Unfortunately, motorized wheelchairs (EPW’s) cannot be used with the lift; however, they can be used once you arrive at the North Pole. If you require a motorized wheelchair, we will provide an ADA compliant manual wheelchair for the lift and trolley ride and stow your motorized chair until you arrive at the North Pole. Guests must provide their own motorized wheelchair.

 

  • I have ADA tickets and have arrived at the Little America Hotel for Check-In. Where should I go now? Please arrive a minimum of 45 minutes before your departure time to allow ample time for your party to board. Gather your entire party and head to the North Pole Experience Check-In room to check in and receive your wristbands. Let an elf there know that you have booked an ADA ticket and they will help you with your next steps! 

 

  • Hearing Impaired Guests - Guests who require an interpreter, please contact us directly at reservations@northpoleexperience.com to book your tickets. We will either provide the guest with a written script of the experience or a licensed interpreter.  

 

 

6. Guest Experience/Guest Removal: Our primary focus is providing our guests a wonderful and safe family experience. Management reserves the exclusive right to ask, and remove ANY guest(s) who may be disruptive, or otherwise create a situation that impairs or diminishes other guest experiences. Rudeness, alcohol impairment, belligerent behavior, excessive loudness, inappropriate language, failure to follow cast instructions or provocative gestures will not be tolerated and guests may be removed immediately at management’s discretion. NO REFUNDS will be given to guests who are asked to be removed for any actions, or inappropriate behavior that affects other guests in a negative way.

 

7. Special Requests: Due to the magical and interactive nature of the North Pole Experience, please note that special requests are not guaranteed, but we will do everything in our power to honor them whenever possible and feasible. 

 

8. Prices/Rates/Availability/Amending Departure Times: Rates, times and schedules are subject to change by management’s discretion, and management reserves the right to modify or amend your tour time on a given date based on operational requirements, or maintenance issues. Management will do everything in their power to advise our guests ahead of time of any tour time adjustments that may be required. 

 

9. Conditions of Sale: ALL SALES ARE FINAL AND ALL TICKETS ARE NON-REFUNDABLE. YOU ASSUME ALL RISK AND DANGER INCIDENTAL TO THE TRAVEL TO THE NORTH POLE EXPERIENCE. NO ALCOHOL, DRUGS, WEAPONS, FOOD, OR GLASS CONTAINERS ALLOWED. RECORDING DEVICES, STILL CAMERAS, AND VIDEO CAMERAS ARE PERMITTED WITH THE EXCEPTION OF SANTA’S PHOTO ROOM. YOU HEREBY CONSENT TO THE REASONABLE SEARCH FOR ALCOHOLIC BEVERAGES, DRUGS, OR WEAPONS. YOU FURTHER CONSENT TO THE USE OF YOUR IMAGE OR LIKENESS INCIDENTAL TO ANY DISPLAY, TRANSMISSION, OR REPRODUCTION OF THE EVENT. MANAGEMENT RESERVES THE RIGHT TO REFUSE ADMISSION OR EJECT ANY PERSON WHOSE CONDUCT IS DEEMED BY MANAGEMENT TO BE DISORDERLY OR WHO FAILS TO COMPLY WITH THE TERMS AND CONDITIONS HEREIN. NORTH POLE EXPERIENCE WILL NOT BE RESPONSIBLE FOR DAMAGED, LOST, OR STOLEN PERSONAL ITEMS. GUEST ASSUMES ALL RESPONSIBILITY FOR PERSONAL ITEMS, THIS INCLUDES BUT IS NOT LIMITED TO, CAMERAS, STROLLERS, WHEELCHAIRS, CLOTHING, JEWELRY, ELECTRONIC DEVICES, PURSES, WALLETS, AND ALL OTHER PERSONAL ITEMS. SEE FULL TERMS & CONDITIONS AT WWW.NORTHPOLEEXPERIENCE.COM. 

​

10. Privacy Policy: Effective Date: January 1, 2025

​Thank you for visiting www.northpoleexperience.com (“Website,” “we,” “our,” or “us”).

We are committed to protecting your privacy and ensuring a safe online experience for all our

visitors. By using this Website, you agree to the terms of this Privacy Policy.

 

1. Information We Collect

We may collect the following types of information:

● Personal Information: Name, email address, mailing address, phone number, and

payment information when you purchase tickets, sign up for newsletters, or interact with

our customer service.

● Automatically Collected Information: IP address, browser type, device information,

pages visited, and time spent on our site, collected through cookies and tracking

technologies.

● User-Generated Content: Photos, reviews, or testimonials you voluntarily submit.

 

2. How We Use Your Information

We use the information we collect to:

● Process transactions and send purchase confirmations

● Provide customer support

● Send marketing communications (with your consent where required)

● Improve our website, offerings, and overall customer experience

● Conduct analytics and market research

● Retarget customers with personalized advertising

 

3. Third-Party Services

We use trusted third-party services to assist us in operating our Website and delivering a better

experience, including:

● Pearldiver.io:

We use Pearldiver.io to collect data for retargeting purposes. Pearldiver helps us

deliver customized advertising based on your interactions with our Website. You may opt

out of personalized ads served via Pearldiver.io by following their opt-out procedures.

 

Other third-party providers may include payment processors, email marketing platforms, and

analytics services, such as Google Analytics.

 

4. Cookies and Tracking Technologies

We use cookies and similar technologies to:

● Recognize your device

● Store user preferences

● Provide targeted advertising

● Measure the effectiveness of marketing campaigns

 

You can control cookie settings through your browser and opt out of certain tracking activities.

 

5. Sharing Your Information

We do not sell, rent, or trade your personal information to outside parties.

We may share information with:

● Service providers acting on our behalf

● Legal authorities, when required by law

● In connection with a merger, acquisition, or sale of all or a portion of our assets

 

6. Your Choices

You can:

● Opt out of marketing emails by clicking the &quot;unsubscribe&quot; link in any email

● Opt out of targeted ads via Pearldiver.io settings

● Disable cookies through your browser settings

 

7. Data Security

We implement security measures designed to protect your information from unauthorized

access, alteration, disclosure, or destruction.

 

8. Children's Privacy

Our Website is intended for general audiences but not directed to children under the age of 13.

We do not knowingly collect information from children.

 

9. Your Rights (For California and EU Residents)

Depending on your location, you may have rights to access, correct, delete, or restrict the use of

your personal information. Please contact us if you wish to exercise any of these rights.

 

10. Changes to This Privacy Policy

We reserve the right to update this Privacy Policy from time to time. Any changes will be posted

on this page with an updated effective date.

 

11. Contact Us

If you have any questions or concerns about this Privacy Policy, please contact us:

Email: info@northpoleexperience.com

Mail: 16817 East Nicklaus Drive, Fountain Hills, AZ 85268

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